Service Delivery Manager- Oracle
Job Description
About InspireXT
We are on a mission to become the world's most trusted supply chain consulting partner, and to create a company where our clients, our people and our partners flourish. We have lofty ambitions in an exciting market, where sustainability, efficiency, AI & technology enablement are driving bold collaborations in pursuit of customer excellence and profitable growth.
The foundation is laid, momentum is building, and we now are looking for talented team players who share our values and want to make a meaningful difference and be part of shaping the next chapter. We were born in the UK 7 years ago, and we now have colleagues in 5 markets who are delivering Customer Centric Supply Chain solutions to our clients, bringing together the latest offerings from Oracle & Salesforce, as well as innovative AI & technology solutions that deliver rapid time to value.
WHY InspireXT
Because transformation, at its best, is human. You'll work with people who care deeply about what they do, who believe in trust before transactions, and who want to leave every client stronger than they found them. We are on a strong path of growth, and you'll get to be part of that journey — helping shape the systems, culture, and capabilities that will scale with us.If that sounds like you – we'd love to hear from you. Apply to be part of our growth story.
Note - We are an equal opportunities employer, committed to fostering diversity & growth for all. We welcome applications from traditional and unusual backgrounds and also are happy to discuss any specific accommodations required in the recruitment process to help you shine.
Are you ready to inspire #MakingWinners #InspireXT #SupplyChainExperts
Role Description –
We are seeking a highly motivated and experienced Service Delivery Manager to manage delivery operation for our valued customers. This position requires establishing and maintaining strong client relationships, proven track record in leading and improving service delivery teams.The SDM plans and deploys support services as defined by the agreed upon Service Level Agreement and ensures deliverables are met.
Key responsibilities
We are looking for a driven and result oriented individual with a skill set across the following areas-- Coordination of support resources, as well as, facilitating communication with customers and internal partners.
- Lead team training to ensure the team is familiar with IT service delivery processes and best practices. Maintain knowledge set and capabilities of team functions.
- Manage and Oversee 24x7 Support Operations delivered by a Global Team.
- Design and follow appropriate governance model/plan for SLA-based support contracts.
- Drive cross-functional interaction to ensure successful and timely delivery of high-quality support services.
- Ensure that systems, processes, and methodologies as specified, are followed to ensure effective monitoring, control, and support of service delivery.
- Manage multiple client engagements simultaneously.
- Manage regular internal and customer-facing operational reporting including system uptime and utilization, incident management, resource forecasting and utilization, and overall account status.
- Responsible for timely and accurate monthly billing in accordance with the client's contract. This includes regular reviews and management of resources time and timesheets.
- Define and implement the required processes to enable the functioning of a global support centre.
- Ensure excellence in service delivery to ensure customer satisfaction and minimize downtime. Identify areas for process improvement to ensure that teams are improving performance and service quality. Lead efforts at client engagements and across Centroid to implement and measure the improvements.
- Track, manage, negotiate, and maintain client SOWs (Statements of Work), budgets, and project resource timesheets.
- Communicate potential needs for change orders with clients based on new support needs or projects.
- A minimum of 8 years of applicable industry experience in delivering Enterprise IT Services.
- Knowledge of Oracle application, cloud, and systems integrations is must.
- Experience managing teams within an organization that utilizes Oracle EBS/ Cloud.
- 3 to 5 years managing teams as part of an IT Service Delivery organization within a Managed Services environment.
- Proven ability to manage multiple accounts and engagements across multiple industries and technologies.
- Demonstrable experience managing customers and delivery of IT services.
- Proven people management skills.
- Must possess strong written and oral communication skills.
- ITIL Service Delivery qualification is desirable.
- As part of a growing, ambitious, and progressive organization you will receive a competitive compensation package including retirement benefits, health and life insurance.
- In addition to your fixed salary, you will also receive variable compensation linked to the achievement of your goals.